Allowing Customers to Self-Service Cancel Auto Orders

This guide explains how to provide your customers with a self-service option to cancel their UltraCart Auto Orders directly from your website, reducing the need for direct customer service intervention for cancellations.

Overview

While many merchants prefer to handle auto-order cancellations through customer service to implement "save a sale" techniques, offering a self-service cancellation link can significantly improve customer convenience and reduce support overhead. UltraCart provides a dedicated link that, when placed on your website, allows customers to manage their recurring orders independently.

Configuring the Self-Service Cancellation Link

To enable customers to cancel their auto orders directly from your website, you need to retrieve a specific link from your UltraCart account and place it on your site.

Retrieving the Cancellation Link

1. Navigate to Main Menu → Configuration.

2. Select Back Office.

3. Click on Auto Order Processing.

4. Scroll to the bottom of the page to find the Links section.

   The cancellation link will be displayed here, containing your Merchant ID (MID) at the end of the URL.

Open

Placing the Link on Your Website

Once you have retrieved the link, embed it into your website. Common locations include:

• Customer Account Page: A dedicated section where customers can manage their subscriptions.

• FAQ Page: Under a section addressing auto-order management or cancellations.

• Support or Contact Us Page: Providing a direct option for common customer requests.

Instructing Customers

When customers inquire about canceling their recurring orders, you can now direct them to this link on your website. For example, in your support responses or knowledge base articles, you might provide instructions like:

"To cancel your auto order, please visit [Your Website Page with the Link] and follow the instructions provided."